FAQ

A. You will receive an email with your login details from the technical team at Cloud 9 Hosts once your account is setup and ready to use.

Q. How do I login to Cloud 9 Vault using my credentials?

A. go to https://hcpaw.cloud9vault.net , this link will take you to the Cloud 9 Vault login screen. Type your user name and password and click on Login tab. This will log you in to your Cloud 9 Vault area and take you to your Dashboard. You will get a pop up guide which show you the tour about how to use your Vault and all the menus.

Q. Where do I find more details and help about Cloud 9 Vault?

A. Once you have logged in to your Vault, click on ? Help icon at the bottom left page under Getting Started after logon.

Q. Does Cloud 9 Vault have any application which can be installed on devices?

A. The desktop application keeps track of a single folder on your computer, called your synced folder. You can work with this folder as you would any other; you can save files to it, drag-and-drop files into it, delete files from it, and so on. The contents of this folder are automatically synchronized with the Cloud9Vault system and your other devices.

The desktop application needs to be running for the contents of your synced folder to be synchronized. By default, the application starts when you log into your computer.

The desktop application also includes a taskbar or menu bar icon that lets you view the status of and configure the application. This icon is visible only when the application is running.

Q. What is Application Icon?

A. While the desktop application is running, an application icon ( ) is displayed on your computer. The location of this icon depends on your operating system:

On a Windows computer, the icon appears on the taskbar. By default, the taskbar is in the lower right hand corner of the desktop.

On a Mac, the icon appears on the menu bar. By default, the menu bar is in the upper right hand corner of the desktop.

The icon changes to reflect the status of the application. You can click on the icon (on a Mac) or mouse-over it (on a Windows computer) to display additional information.

You can open a context menu from the application icon, which allows you to configure the application.

You can also view a description of the application status from the taskbar or menu bar icon.

To view the application status description:

1.If the desktop application is not running, start the application.

2.Do one of these:

On a Windows computer, mouse over the application icon on the taskbar. The window that appears displays the status of the application.

On a Mac, click on the application icon on the menu bar. The context menu that appears displays the status of the application.

Q. How to configure the Desktop Application?

A. You can configure these settings for the desktop application:

• The hostname of the Cloud9Vault system (https://hcpaw.cloud9vault.net).You need to change the hostname only if your Cloud9Vault administrator tells you to do so.

• Whether the application displays taskbar or menu bar alerts.

• Whether the application starts automatically when you log into your computer.

• The language that the application uses to display text. By default, the application uses the same language as your computer. If your computer’s language isn’t supported, the application displays text in English.

• Whether the application uses a proxy server to connect to the Cloud9Vault system.

• Conditionally, the DNS name or IP address of the proxy server and the port on which to access the proxy server.

• Whether the application attempts to synchronized locked files.

To configure the desktop application:

1.If the desktop application is not running, start the application.

2.Do one of these:

On a Windows computer, right-click on the application icon ( ) on the taskbar.

On a Mac, click on the application icon ( ) on the menu bar.

3.In the context menu, click on Settings.

4.In the settings window:

To change the hostname of the Cloud9Vault system, in the Cloud9Vault server field, enter the new hostname for the Cloud9Vault system (https://hcpaw.cloud9vault.net).

To enable or disable the automatic startup of the desktop application when you log into your computer, select or deselect, respectively, the Start Cloud9Vault on login option.

To change the language, select a language from the Language drop-down menu.

To specify whether the desktop application uses a proxy server to connect to the Cloud9Vault system, select or deselect the Use proxy server option.

While this option is selected:

To specify a proxy server, in the Proxy server field, enter the IP address or DNS name of a proxy server.

To specify the port on which to connect to the proxy server, in the Port field, enter the port number.

To learn whether you need to use a proxy server and the proxy settings to use, see your IT administrator or check with Cloud9Vault administrator.

To specify whether the application should attempt to synchronize locked files in your synced folder, select or deselect the Allow syncing of locked files option.

5.Do one of these:

On a Windows computer, click on the OK button.

On a Mac, close the window.

6.Do one or both of these:

If you changed the language for the application, a prompt appears asking you to restart the application. Click OK in the prompt and then restart the application for your changes to take effect.

If you changed the name of the Cloud9Vault system, log out of your computer and then log back in.

Q. Where can I find the download links for Desktop Application?

A. After login to user portal online, click on My Devices link on top right corner under your account name. This will take you to page where you can find all the devices that are linked currently with your account. Scroll down in that page and at the bottom you will find Download for Computers and Mobile Devices.

Q. Are there any File/Folder naming restrictions apply for Desktop Application?

In the User Portal, you cannot create a folder or upload a file that has a name that contains one of these characters.

If you store such a file or folder in the synced folder on your computer, the desktop application does not synchronize that file or folder. For information on viewing a list of files that the desktop application could not synchronize.

A. Cloud9Vault does not synchronize files with paths that exceed 1,023 characters. With the desktop application, the part of a file path above and including the synced folder (for example, C:\Documents and Settings\My Documents\Cloud9Vault) does not count towards the Cloud9Vault file path limit.

However, the operating system on your computer also has a file path limit. Windows supports file paths of up to 259 characters. Mac OS X supports file paths of up to 1,023 characters. The path above and including the synced folder counts towards the operating system file path limit.

This means that a file that you store in the synced folder on a Mac can exceed the Windows file path limit but not the Cloud9Vault file path limit. In this case, Cloud9Vault synchronizes the file to your other Macs and mobile devices, but not to your Windows computers. For example, if the location of your synced folder on your Mac is /Users/lgreen/Cloud9Vault (which contains 26 characters), Cloud9Vault cannot synchronize to your Windows computers any files with paths that exceed 233 characters.

Q. Is Cloud 9 Vault Desktop Application protected?

A. Cloud 9 Vault communication is protected with Secure SSL. While the application is running, you may be prompted to accept a certificate for the Cloud9Vault system. This would most likely occur when you are registering or re-authenticating the application. In the prompt, you can:

•Click on the Details button to examine the certificate to ensure that it applies to your Cloud9Vault system.

•Click on the Cancel button to reject the certificate and close the application.

•Click on the OK button to accept and install the certificate.

The desktop application does not allow you to manage or delete the Cloud9Vault system certificate once you accept and install it. You need use the system-specific tools for your operating system to manage the certificates installed on your computer.

If you are not sure whether you should accept the certificate, see your Cloud9Vault administrator for assistance.

Q. Do you have a mobile app to use on my mobile devices to access Cloud9Vault?

A. You can use the mobile app to access the files that you’ve stored in Cloud9Vault. You can also add pictures, videos, and other files from your mobile device to Cloud9Vault.

Q. How do I install Cloud 9 Vault Mobile App on to my device?

A. Cloud9Vault provides mobile apps for Apple, Android, and Windows Phone devices. Your administrator tells you where you can retrieve the apps. You may be able to download them from your device’s app store or from your organization’s app store.

When you start a mobile app for the first time, you need to specify some information to register your mobile device with the Cloud9Vault system.

Q. How do I register my Mobile device to use Cloud 9 Vault App?

A. When you start the app for the first time, you need to register your device with the Cloud9Vault system by providing this information:

•The username and password for your user account. Typically, this is the account you use to log into your user portal which supplied by Cloud 9 Vault team when your account was setup.

Q. How do I work on Files and Folder on Mobile Device?

A. The mobile app lets you use your mobile device to view the files that you’ve stored in Cloud9Vault. The app also allows you to create folders, delete files and folders, and add files from your mobile device to Cloud9Vault.

For you to be able to browse and view your files, the app needs to connect to the Cloud9Vault system.

You need to have active data connection or Wifi internet on your Mobile Device.

You can enable offline access for some files by adding them to your list of favourite files. Doing this stores a permanent copy of the file to your mobile device.